Using Our Services FAQs
All of our staff at Suncorp Bank are committed to serving customers in an understanding, efficient and helpful manner. We'd like to make doing business with us as easy as possible for you. If a staff member has given you exceptional service in any way, please let us know as this is a great form of encouragement and motivation. Click here to send your compliment.
In the first instance most problems can be solved by simply talking to staff at your local Suncorp Bank branch, telephoning our call centre on 13 11 55. If your complaint is not resolved to your satisfaction or you do not wish to contact the people who provided your initial service you can:
- Phone - 1800 689 762
- Fax - 1300 767 337
- Post - Reply Paid 1453, Suncorp Customer Relations Unit RE 058, GPO Box 1453, BRISBANE QLD 4001
- Email - email@example.com
To understand further our customer relations information and how to resolve your complaint you can read our product information documents.
If a bill has BPAY® instructions, you can pay the bill via Internet, Mobile banking (including the Mobile App), or Phone banking for both personal and business banking purposes. If the biller uses another type of bill payment, you may need to refer to the instructions.
To make a BPAY® Payment:
1. Register for Internet, mobile, or Phone Banking if you haven't done so already
2. Look for the distinctive BPAY® logo on your bills
3. Logon to your Internet banking site or call your phone banking service
4. Select the BPAY® or bill payment option and follow the simple instructions
5. Wait for and record your receipt number
BPAY(R) payments can take 1-3 days to reach the biller once they are submitted. BPAY® payments are backdated to day that you process them in Internet, Mobile, or Phone banking, as long as they are submitted by 4pm on a business day.
When paying a bill via BPAY®, the biller is the company or party you're paying. When receiving a bill that offers BPAY, a biller code will normally be included, which you use when paying via Internet or Phone Banking. Contact the Biller to find out their biller code or visit the BPAY website. You'll also need a Customer Reference Number too when paying a BPAY bill.
Non-Suncorp Bank ATMs may charge you a nominal fee for using their ATM to withdraw money. Suncorp Bank or Bendigo Bank ATMs are fee-free for our customers. Visit our online ATM locator to find one of 1,700 fee free ATMs near you.
You can also withdraw extra cash when you make EFTPOS purchases, while you're doing your everyday shopping. This is fee-free on most accounts, plus it can also save you time.
It's easy to open a new account if you're an existing customer and by using Internet Banking.
- Login to Internet Banking and select "Open a new account/loan"
- Select the type of account
- Click "Open Now" and follow the prompts
If you do not have Internet Banking and are an existing customer, you can apply by visiting a branch or calling us on 13 11 55.
You'll still be able to view your eStatements for closed accounts in Internet Banking if you chose to receive eStatements while the account was opened.
If you have a Recurring Transfer set up, you can change the frequency of this at any time by selecting 'Transfer Money', and then clicking on the 'Edit' button next to the relevant transfer (which should be listed on the page). If you want to change the frequency of your home loan repayments, and you make those repayments from funds stored in a Suncorp Bank account, you change your repayment frequency within Internet Banking by logging in, and then selecting 'Edit' in the 'Transfers' tab.
If you have a direct debit set up, either from a Suncorp account or an external bank account, or if you are repaying your home loan from an external bank account (for example, from any non-Suncorp Bank account) and have a direct debit in place, you will need to contact the call centre on 13 11 55 to change your repayment frequency.
To register for Internet Banking, you'll just need at least one account number and a Telephone Access Code (TAC). You may have received this via SMS if you opened an account online or at a branch. If you don't have a TAC, just call us on 13 11 55 and we can arrange one for you. From there, just go to the 'Register for Internet Banking' page to get started.
This is a proxy security token that enables you to log onto a secure internet banking environment, and you can order a permanent security token through the Security and Settings area, which will allow you to make external transfers from your account(s). If you require assistance through this process our Internet banking experts are available on 13 11 55.
Internet Banking is free, however if you process an international transfer, make a business payment or order a security token, you may be charged a fee. Each account type may incur fees and charges if you process transactions via Internet Banking so it is best to read our Fees and Charges brochure which is also available from any Suncorp Bank branch.
You will need to call us on 13 11 55 so that we can delete your Internet Banking Customer ID.
If you decide later that you want to use the service again, you will need to register again as a new user where you will be given a new Customer ID. We cannot reinstate your old Customer ID.
Simply select 'My Interest' from the menu to view your interest details for the previous and current financial year.
You can set up recurring transfers in Internet Banking, via the 'Transfer Money' section. This is a simple way to make managing your money easier and might be useful for payments like rent, gym membership, home loan or if you're putting money into a savings account. When setting up the transfer, in the 'Timing' section, simply choose the 'Recurring payment' option. You can make recurring payments weekly, fortnightly or monthly.
Future dated or recurring transfers are 'initiated' on the day you selected but the funds may not be available to the following day. If you have a recurring or future dated external transfer, the transfer will initiate on the day you selected but it may take 24-48 hours for the funds to reach the other bank or financial institution.
If the transfer (bill payment, funds transfer, business payment) is unsuccessful, you will receive an email notification . Log on to Internet Banking and read your secure message to determine which transaction was unsuccessful.
If a scheduled transfer date is a public holiday or weekend, the transfer will occur on the first business day after the weekend/public holiday.
At Suncorp Bank we are flexible with the issue of our mailed statements and eStatements. Depending on your type of account , you can choose to have them mailed monthly, quarterly , every six months or annually. Note that for everyday banking, we are required to send you a statement at least every six months. Please visit your local branch or call us on 13 11 55 for any changes required.
For eStatements, these are available two days after the last day of the month. We will send an email to the primary email address attached to your profile when a new eStatement is ready. If you have multiple user profiles, we'll send an email to the primary email address for each profile.
If the transaction or money transfer date was set to 'immediate', please call us on 13 11 55 as soon as possible and we'll attempt to reverse the payment for you. Unfortunately, reversing a BPAY® in Internet or Mobile banking is not available. Please do not try to fix it by repeating the same process, as it will register as two separate transactions.
If the transaction was set up as a recurring or future dated transaction, you can go into the transfers or BPAY section of Internet Banking and cancel the transaction in the 'future dated' table. If we are unsuccessful in reversing a BPAY® Bill Payment, you may have to contact the Biller to notify them.
An eStatement is an electronic version of a traditional paper statement. Both are legal documents. eStatements are free of charge, and can be downloaded as a PDF, and printed, or saved.
We offer eStatements issued from 1 July 2013 onwards. If you'd like to order a statement from prior to this date, please send us a secure message in Internet Banking, call 13 11 55, or visit a Suncorp Bank branch. Fees and charges may apply.
To switch from paper statements to eStatements, you can do so in Internet Banking or the Suncorp Bank App. Simply select 'eStatements' from the menu, and then switch the 'online' button for each account you'd like to receive electronically. If at anytime you wish to switch back to paper statements, simply select the 'Paper' button on the eStatements page. You'll still be able to view any eStatements you have already received in Internet Banking.
For credit card statements, just log into Internet Banking and click 'Go to Credit Card Services', found on the eStatements page, or under your credit card number on the My Accounts page. Credit Card eStatements are available for personal credit cards only, and only in Internet Banking, not in the Suncorp Bank App.
A 'Balance' alert allows you to be emailed if your account balance goes over a set amount, falls below a set amount, or if you have a Clear Options credit card, you can be alerted if your card balance comes to within $100 of its limit.
Balance alerts are typically emailed early each morning to your nominated email addresses. A detailed secure message will also be sent to your inbox within Internet Banking. To set up a balance alert, log in to Internet Banking, and click on the icon next to the account you wish to setup an alert on. This is a free feature.
A future dated transaction is any transaction (e.g. Funds Transfer, Bill Payment, or Business Payment) that you select in Internet Banking to occur in the future, rather than immediately. The time limit on how far in advance you can setup your transaction varies with the type of transaction you are performing. Time limits are up to 60 days in advance for Funds Transfers and BPAY®, and up to 7 days in advance for Business Payments.
If a daily limit applies to your future dated transaction, this limit will be checked on the future date of your transaction.
A security token is used as another form of identification when banking online, and enables you to transfer money from Internet or Mobile banking. To order one, log in to Suncorp Internet Banking, click the Security & Settings tab on the left hand side and choose 'Order a Security Token'. New or replacement tokens cost $20, which will be taken from the account you nominate.
Once you've received your token, simply log in again, go to the Settings and Security section, and click the "order/activate" link in the extra security section. Type in the serial number (located on the back as per the photo above) and the token will then sync with your Customer ID.
Tokens expire after 5 years, and the expiry date is printed on the back of the token. We will send you an alert in Internet Banking before your token expires, so that you can order a new one. Please order and activate a new token before your old token expires, otherwise you may have difficulties logging into Internet Banking.
An External Funds Transfer Password (ETP) is a password that is needed to transfer funds to an external account with another financial institution. It is different to your Internet Banking password and provides a second level of security when performing higher risk transactions.
To apply for a ETP, log in to Internet Banking, and select 'Security' in the left hand menu, followed by 'external transfer password application'. Your ETP will be sent to you by post for security reasons. If you have lost your ETP, you can request a replacement through Internet Banking.
A simple way to transfer money from your Suncorp Bank account to an account at another financial institution in Australia. It is sometimes known as a 'pay anyone transfer'. External Transfers are fee free on most Suncorp Bank products.
If your transaction has been successful, a receipt screen will be displayed. If you selected your transaction date as Immediate, a transaction reference number will also be generated.
Suncorp Bank Mobile Phone banking is Internet Banking accessed by a mobile phone to allow customers to access account balance information, transaction history, pay bills and transfer funds via the web browser on their mobile phone.
Suncorp Bank Mobile Phone Banking is as safe to use as a personal computer. You should follow the same basic security precautions you do with a personal computer. This would include being careful about what is installed on the phone and applying security patches as they become available.
Suncorp Bank will only support mobile phones that use SSL encryption to maintain the security of your information. Security software such as Anti-Virus, Anti-Spyware and firewalls for mobile phones are emergent technology which you should consider installing on your mobile phone to protect your mobile phone and Internet Banking credentials.
Your Internet Banking Customer ID is a number that is automatically generated and allocated to you upon your initial registration with Internet Banking. It is different to your account number(s) and you'll enter it every time you logon to Internet Banking. Everyone gets their own Customer ID regardless of whether they have joint accounts with another person or party. If you do not have an Internet Banking customer ID, you will need to register for Internet Banking.
Your Internet Banking Password is a combination of letters and numbers, 6-8 characters in length. The password is case sensitive, so make sure your Caps Lock is off when entering your password.
If you forget your Internet banking Password you will need to call us on 13 11 55 and one of our Internet Customer Service Representatives will take you through the process of selecting a new Internet Banking Password.
Your Internet Banking password:
- must be between 6 and 8 characters and can contain letters, numbers or both
- will be case sensitive so check your caps lock
- can't contain special characters (eg. $%&;#) or spaces
- can't be your Customer ID
- can't contain consecutive numbers (eg. 123456)
- for security reasons shouldn't contain part of your name, date of birth, drivers licence or anything that would be in your wallet
For your protection, Internet Banking passwords aren't accessible to any Suncorp Bank staff. If you forget your Internet Banking Password you will need to call us on 13 11 55 and one of our consultants will take you through the process of selecting a new Internet Banking Password.
Mobile Phone Banking will allow you to:
-View account balances on your registered accounts
-See the last 180 transactions from your accounts
-Transfer money to your accounts and other bank accounts which can be setup as immediate, future dated or recurring.
-You can pay BPAY� bills with immediate, recurring and future dated options. If you utilise BPAY�- View, you can view bill summaries and pay your bills.
-If you are a business payments credit user, you can approve business payments.
There are two reasons why an account may not be listed on the account balances page.
1. If the account isn't linked to Internet Banking. Only accounts that you personally have linked to Internet Banking will appear on the account balances screen. To add another account in the App, click on Add Account at the top of the Balances screen, and add any accounts that are missing. You can only link Suncorp Bank accounts.
2. The account is not included in your default profile. The Mobile Banking Apps don't support different profiles - it is only your default profile that can be shown. If you need to see an account in an App, it needs to be in your default profile. Accounts can be included on more than one profile if required. To add another account, simply choose the Add Account option at the bottom of the Balances screen. If you believe you have linked an account that is not showing, please call us on 13 11 55.
If you have a phone that was made after 2008 and can access the web, you should be able to use Mobile Banking. If you're using our iPhone app, you'll need to have an iOS operating system of 7 or later. If you're using our Android app, you'll need an android operating system of4 or later.
We are hoping to build a Windows Phone App but due to IT priorities, it hasn't happened as fast as we'd hoped. For now, you can access our mobile website which works on any phone, anytime by going to suncorpbank.com.au on your phone and tap on the person icon in the top right.
If you currently use a Security Token for Internet Banking, you will need to continue to use it for access to the Mobile Banking App. The only difference would be if you choose to use the passcode or fingerprint login to log in. In this case, you won't need your token to access the app, except for the first instance that you set up your passcode or fingerprint login.
If you log in using a passcode or fingerprint loginyou will not need a token to transfer money externally to your accounts for a total amount under $2,000 per calendar day. If you need to transfer more than this, you will need to log into Internet Banking on a desktop, and use your security token.
To order a security token, log in to the desktop version of Internet Banking and click on 'Security and Settings', then 'Order Token'.
We currently have a native Suncorp Bank App for iOS and Android systems. We do not have a mobile app for Windows phones at this time, however we constantly monitor stats across all our mobile platforms, which informs our product development.
For now, Windows phone users can access our mobile banking website which works on any phone, anytime, by visiting suncorpbank.com.au on your phone.
If you are registered for Internet Banking, you can access Mobile Banking in two ways: either via our mobile site or our mobile apps.
Mobile website: Just to go to www.suncorpbank.com.au/banking to access Mobile Banking and other handy information from your phone. Once you've reached our mobile site, be sure to save it as a favourite. For iPhones, simply push the middle 'arrow' icon and choose 'Add to Home Screen' to have an icon saved to your phone.
Suncorp Bank Mobile app:If you have an iPhone, iPad or Android device, you can access Mobile Banking and other handy information via our app that is available in the Apple App Store and the Google Play Store.
If you're an iPhone/iPad user (iOS), visit the App store and type "Suncorp Bank".
If you're an Android user (typically Samsung, LG or HTC phones), simply go to the Google Play store and type "Suncorp Bank".
For security, only download the Suncorp Bank App via the official App Stores above or directly via the App Store links on your device.
The Suncorp Bank App can also be used on tablet devices.
Our mobile banking app uses a range of security options such as real time fraud monitoring, secure encryption (secret code), and 2 factor authentication (we identify both your password/passcode and your device as yours). If you would like extra security on your device, we recommend a security token.
We also recommend that you set up a PIN or passcode for your phone, and do not to store any login details anywhere in your phone.Learn more about how we protect your money online.
If you're using our iPhone app, you'll need to have an operating system of 7 or later. If you're using our Android app, you'll need an android operating system of 4 or later. Your device operating system is typically found in Settings > About device. Tap 'Update Software' to ensure you're on the latest operating system.
If you need more assistance on updating your device, go to your device brand website.
If you have transferred funds incorrectly between your own accounts, you can just reverse the transaction by transferring funds back into the correct account. If you are unsure of where the funds were transferred to, or have transferred funds to accounts other than your own, contact us on 131155.
Financial information which is accessed using your mobile phone is not stored on your mobile phone at any time. You can optionally store your Customer ID on Mobile Banking but this is encrypted and can't be accessed. If you lose your phone and are still worried, call us on 131155 and we can deactivate Internet and Mobile Banking for you.
We recognise that many of our customers are looking to new technology to support them in different aspects of their lives. As such, we are investigating a number of digital wallet solutions to keep pace with this expectation and deliver solutions our customers will value.
These details should be on the bill that you are paying next to the BPAY® symbol.If you can't locate the details, it's best to contact the biller or visit the BPAY website for more information.
As a security measure, whenever you pay a bill via BPAY to a new biller not already in your biller list, or to a new contact/recipient (particularly at another bank), we'll send you an email. If you haven't recently made a BPAY payment or Send Money transfer, and you receive an email, call us immediately on 131155.
1.Enter the bill amount
2.Select the friends you're splitting the bill with from your phone contacts
3.Your friends get an SMS with payment details and the app shows you when you've been paid back.
Fingerprint Login is available on iOS devices as a form of customer authentication. Tap on the Menu inside of the app and then choose 'Settings'. Select 'Fingerprint Login' and follow the prompts. If you have anyone else's fingerprint stored on your device, make sure you delete their stored fingerprint before setting up Fingerprint Login.
This functionality is available on iPhone 5, 6, 6 Plus and iPad Air 2 , iPad Mini 3 and above.
If your phone is lost or stolen, please call us immediately on 131155 or login to Internet Banking and send a Secure Message. We can remove the Suncorp Bank app from your phone and also disable your Customer ID. If Fingerprint Login is enabled, another person would need your 8 digit customer ID and password or your Passcode to login. We also recommend setting up a passcode or password for your device.
A Telephone Access Code is a 4 to 6 digit PIN that is used to identify you for Telephone Banking.
Contact us on 13 11 55 to obtain or reset your TAC. For security reasons, you will be asked some identification questions. Do not write down your TAC or reveal to anyone.
To access telephone banking, call 13 11 55 and enter your account number and TAC. You will be able to obtain account balances, transfer funds, pay bills, and more, through this service.
You can use your cards (including chip cards) overseas anywhere you see the Visa symbol, including ATMs and at EFTPOS terminals, though foreign currency fees and charges may apply. Check the Foreign Currency Fees listed in the Personal Deposit Accounts Product Information Document .
It's always a good idea to carry a "mixed wallet" when travelling overseas containing credit, debit, and multi-currency cards, as well as cash so if you lose one card, you still have other options for accessing your money. Suncorp Bank offers a wide range of options for travelling overseas, including our multi-currency cash card and foreign currency. Visit your local Suncorp Bank branch to discuss the best options for your travels.
A PIN is only required when you are present at point-of-sale terminals for purchases of goods and services, as well as cash out transactions if your card supports them. They are also required for ATM usage. Not all transactions will need a PIN and in each case, the terminal will prompt for a PIN if it is required.
Non-PIN transactions include:
- Contactless transactions (Visa payWave) under $100 and small ticket payments (under $35 at some merchants) do not need to be authorised by a PIN; -International transactions (transactions conducted by cardholders with cards issued by banks outside Australia);
- A PIN is not required for mail or telephone order transactions, or transactions conducted on the Internet. There are no circumstances in which you should reveal your PIN when making a purchase or booking services by mail order, over the telephone or Internet.
Depending on how you choose to use your Visa Debit card, fees and charges may apply. Things such as Foreign Currency conversion fees apply if you're using your Visa Debit card to pay for things in a foreign currency overseas. Cash advances fees may also apply. For more information go to the Fees and Charges section of the Suncorp Bank Personal Deposit Accounts Product Information Document.
If your Visa debit or credit card has been lost, stolen, or is no longer working as it should, please call and advise us on 1800 775 020 immediately. If you are outside of Australia, you can contact us at +61 7 3362 1712 or Visa International . In an emergency situation if you are overseas and have no access to cash the bank will accept the reverse charge call. During this call, you will be instructed on how to obtain a cash advance and a temporary card.
By advising us, you'll be entitled to all Visa card protections as provided by Suncorp Bank. It's important to remember that reporting a card lost or stolen will also enable us to cancel the card which will limit fraudulent transactions.
Helpful tip: Ensure that before travelling overseas, you have notified Suncorp Bank of your travel plans by calling us on 13 11 55 or visiting your local branch. You can also obtain contact numbers for Visa International for the countries you are travelling to.
A Visa debit or credit card Personal Identification Number (PIN) is a fraud and security measure for over-the-counter purchases, and ATM and branch usage. Your card PIN will be sent to you when you order a new card, and is sent separately to your card upon approval of your application.
You can change your PIN at a Suncorp Bank ATM. You will require your existing PIN to change to your desired PIN. For security reasons, you should not write your PIN on your debit or credit card, or on any item you normally carry your card with.
If you don't know your existing PIN or have forgotten it, please call us on 13 11 55 to arrange a new one to be sent to you. You'll receive your new PIN within 5-7 business days. Please ensure you have your card number on hand.
The Visa small ticket transaction service makes low value card acceptance even faster and easier for customers and sales staff by eliminating the need for cardholders to sign or enter a PIN when making a Visa card transaction of A$35 or less at selected merchants.
Currently, 18 types of merchants are eligible for the service in Australia. They include: car parks; car washes; pharmacies; dry cleaners, fast food restaurants; restaurants, cinemas, news agencies; quick copy services; service stations; taxicabs and limousines; tolls and video rental stores. Not all eligible merchants will immediately provide the small ticket transaction service to customers as the small ticket transaction service will be selectively rolled out.
Verified by Visa
Whilst the solutions are different, the small ticket transaction service in Australia has been specifically designed to complement Visa payWave and is designed to offer a range of payment choices and benefits.
Visa payWave is contactless technology that delivers benefits of speed and convenience whereby consumers can make a transaction by holding their card in front of a contactless reader, rather than having to swipe/dip their card or hand it over to a cashier. The convenience of payWave can be used for purchases up to the higher value of A$100.
The Visa small ticket transaction service is specifically designed for smaller value transactions whilst offering the convenience and speed of not having to provide a signature or PIN. The service is for transactions A$35 or less, regardless of technology.